Standards for Monitoring
- Monitor often. It is best to set a number of calls that supervisors or QA’s must monitor for each representative each month or each week.
- Communicate your monitoring process to the call takers. If the floor understands what you are monitoring for and why they will be more successful on the call and easier to coach for improvement.
- Pass out the monitoring forms to the call takers. Please Login or Register to read the rest of this content.
